Head of Technical Support

Company Description - MUST BE FROM CYBER security technology industry

Consult2All is a global consulting firm that offers innovative ideas to enhance businesses. With expertise in global company branch development, we consult across diverse industries and collaborate with professional service providers to provide effective problem-solving solutions. Our comprehensive range of services includes business health checks, R&D processes and innovation, establishing offshore teams, HR consultancy, integration project consultation, company architecture, customized recruiting, product and project management, lead generation, company management, private placement consulting, and acquisitions consulting.

Role Description

This is a full-time hybrid role for a Head of Technical Support. The Head of Technical Support will be responsible for managing the day-to-day operations of the technical support team, ensuring customer satisfaction, providing technical support to Identity management, and customers, and overseeing project management for technical support initiatives.

This role is primarily:

• Provide strategic guidance and leadership to the Global Support Team, fostering a collaborative and high-performance culture.
• Collaborate with cross-functional teams to optimize support processes for maximum efficiency.
• Serve as the primary point of contact for major customer support escalations.
• Advocate for customers' needs, collaborating with internal teams to drive continuous product improvement.
• Establish and monitor key performance indicators (KPIs) for the support team.

Qualifications

• Proven track record in managing global support teams for enterprise customers in software products.
• In-depth knowledge of both SAAS and On-premises systems and products.
• If you possess knowledge of code/network / IT, it would be a good advantage.
• Hands-on experience in resolving complex technical support cases.
• Experience in the Identity management / Cyber security technology industry
• Customer Satisfaction, Customer Support, and Technical Support skills
• Experience in providing excellent customer service
• Strong problem-solving and troubleshooting abilities
• Excellent English written and verbal communication skills
• Ability to work well in a team and lead a team
• Bachelor's degree in a relevant field